Manager/Sr. Manager, Global Support (AI)

TL;DR

Manager/Sr. Manager, Global Support (AI): Leading a team of Technical Support Specialists and driving AI transformation initiatives within Global Support, aligned to the Pacific (PST) timezone. Focus on applying AI solutions to solve operational and customer experience problems, and building cross-functional trust with Product, Build, and Go-To-Market teams.

Location: This role is open to candidates globally — not just the US and Canada. What matters is that you're available during Pacific Time core hours and based in a country where we're set up to hire.

Salary: Base Salary $108.2K – $196.2K

Company

hirify.global builds and uses automation every day to make work more efficient, creative, and human.

What you will do

• Lead and develop a team of 8+ Technical Support Specialists, focusing on hiring, onboarding, performance, and development.
• Spend a minimum of 2 hours per week in customer-facing queues to stay connected to the customer experience and maintain product knowledge.
• Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact.
• Hold accountability for your team’s queue performance and the operational health of Global Support as a whole.
• Partner with Support Operations on support ticket deflection and self-service improvements, with a clear eye on the downstream impact on cost and revenue.
• Represent Global Support across the business and be a proactive voice for the customer.

Requirements

• Bring 6-8+ years of experience leading customer support teams in a SaaS or tech environment.
• You’ve built with AI: you can point to real examples where you’ve applied AI solutions to solve real operational and customer experience problems.
• Connect support operations to business outcomes.
• Be decisive and default to action.
• Have deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics.
• Communicate clearly and proactively in async, distributed environments.

Culture & Benefits

• This role is open to candidates globally.
• You're available during Pacific Time core hours and based in a country where we're set up to hire.
• Apply DIBE practices actively in hiring, coaching, and day-to-day leadership.